Job Summary: As a Customer Success Team Lead, you will lead a small Customer Success Team driving retention and expansion in a highly competitive market. Your primary goals will be to drive and deliver initiatives to deliver value, protect revenue, grow key accounts and assist with improving efficiency to modernise how customer success operates. You will drive and plan initiatives to deliver value to our customers to increase customer satisfaction. Manage overall customer success plans to ensure all our teams deliver on customer service to the highest level and introduce key initiatives to increase Gold-Visions value including: • Customer communications • Customer Events • Multi-channel resources – YouTube/LinkedIn/Webinars • Referral Program Be an advocate for Customer Success and drive learning and best practice to ensure customer centricity is at the forefront of our processes and procedures work closely with the Sales & Marketing Director to deliver on our Customer Success Strategy. Job Description: Customer Success Team Lead Location: Central Northampton ( 3:2 Hybrid ) Reports to: Sales & Marketing Director Type: Full-time (37.5 hours per week) About Gold-Vision CRM Gold-Vision CRM is a leading provider of CRM solutions designed to help businesses manage customer relationships effectively. We pride ourselves on delivering intuitive, integrated solutions that drive growth and efficiency for our clients. Gold-Vision is trusted by organisations worldwide for its flexibility, ease of use and powerful integrations. Role Overview As a Customer Success Team Lead, you will lead a small Customer Success Team driving retention and expansion in a highly competitive market. Your primary goals will be to drive and deliver initiatives to deliver value, protect revenue, grow key accounts and assist with improving efficiency to modernise how customer success operates. You will drive and plan initiatives to deliver value to our customers to increase customer satisfaction. Manage overall customer success plans to ensure all our teams deliver on customer service to the highest level and introduce key initiatives to increase Gold-Visions value including: Customer communications Customer Events Multi-channel resources – YouTube/LinkedIn/Webinars Referral Program Be an advocate for Customer Success and drive learning and best practice to ensure customer centricity is at the forefront of our processes and procedures work closely with the Sales & Marketing Director to deliver on our Customer Success Strategy. Key Responsibilities Customer Retention & Renewals Own renewal strategy, forecasting, and outcomes across all existing customers Plan customer success initiatives to deliver Gold-Vision’s value Lead renewal conversations, including pricing, objections, and competitive challenges Proactively identify and mitigate attrition risk Ensure renewal readiness well ahead of contract end dates Work with clients to assess their CRM and marketing needs and requirements in order to determine the best Gold-Vision approach. Identify and drive upsell and cross‑sell opportunities within existing accounts Translate usage, outcomes, and customer insight into value and commercial opportunities. Lead value reviews, QBRs, and senior stakeholder conversations Clearly articulate ROI and outcomes, especially where usage has flattened Plan and deliver on Level 1 face to face Quarterly business reviews with senior stakeholders and manage outcomes and delivery planning of next steps Customer Success Team Leadership & AI‑Enabled Optimisation Lead and develop the Customer Success team Redesign renewal operations to reduce manual administration Cross‑Functional Collaboration Work closely with the Sales Director on strategic and at‑risk accounts Partner with Customer Care and Professional service Consultants to surface customer value and expansion opportunities Provide structured customer feedback to inform product and proposition decisions About You - Experience Proven experience in Customer Success, Account Management, or Client Leadership role Proven experience with customer marketing and driving customer success Experience of managing a small team Experience in a SaaS or technology company is favourable Direct ownership of commercial renewals and retention targets Experience defending value against strong or feature‑led competitors Exposure to improving or automating customer operations (AI experience is a plus, not a requirement) Skills & Attributes Commercially confident — comfortable discussing price, value, and outcomes Will have some experience of customer marketing channels and improving customer success Able to challenge customers constructively Strong stakeholder management at senior and executive levels Structured, proactive, and data‑led Comfortable leading small teams and improving efficiency Mindset You see Customer Success as a revenue function You actively look for ways to remove low‑value manual work You are excited by using AI to improve efficiency and insight You thrive in growing, resource‑lean environments Paramount is a passion for delivery of excellent customer service and pride in gaining high level feedback What We Offer A high‑impact leadership role with direct influence on revenue Flexible working arrangements ( 3:2 hybrid, flexible start times ) Supportive, collaborative team environment. 23 days holiday Bank Holidays Free parking in Central Northampton Company Pension Scheme What Success Looks Like (First 6–12 Months) Drive and deliver on a plan to demonstrate Gold-Vision value through marketing channels identified such as social, webinars, customer communications and events. Improved gross and net revenue retention Clear, accurate renewal forecasting with fewer late stage surprises Reduced churn driven by early risk identification Increased expansion revenue from existing customers A Customer Success function focused on outcomes and customer value Worker Type: Regular Number of Openings Available: 0